Certificate Programs

Our certificate programs are open to all UT Dallas employees. Each program is usually taught in a series of sessions spaced several weeks apart. Sessions may include group discussions, exercises, testing, and assessment; Some outside reading, pre-work or homework may be required.

If you must miss a session, you will be placed on a list to be reminded when that session is offered again. After you make up the lost session, you will receive your certificate for that training program.

Please discuss any certificate program with your supervisor before registering, then check our list of Classroom Training for the next available series.

Catch Comet Pride

Service Excellence Certification

This certificate program is taught in a series of four sessions, each approximately 2 to 2 ½ hours long, spaced approximately two weeks apart.

Session 1

Catching Comet Pride

Understand the rationale and reasoning behind providing excellent customer service in higher education.

Get introduced to the five Guiding Principles created to shape and direct the services we provide to both internal and external customers of UT Dallas.

Learn our customer service model, which serves as our framework for this series and all the sessions that follow.

Session 2

Practice Makes Perfect I

Get re-introduced to our customer service model.

Get exposed to customer service best practices.

Learn the common barriers to providing good service.

Practice and discuss simulated customer service transactions and situations, with special focus on welcoming behaviors.

Session 3

Practice Makes Perfect II

Continue studying how to deliver good service to both happy and angry customers.

Building on the skills emphasized in session 2, learn to deliver good customer service under stress (i.e. with frustrated, upset, or angry customers.)

Practice customer service etiquette skills —in person, by email, and over the phone.

Learn important transitioning behaviors, for times when you must refer a customer to someone else, or are unable to deliver what the customer expects or wants from us.

Session 4

Making It Work, Making It Personal

Identify and create strategies for ensuring ongoing, excellent customer service at UT Dallas —start to finish.

Learn a model for evaluating our customer service efforts in each department and work unit.

Develop a personal action plan for immediate implementation to provide excellent customer service in you work area.

Receive your certification, if you attended all four sessions.

Catch Comet Pride is offered on a continuing basis.

History

There is no doubt that the University of Texas at Dallas offers excellence when it comes to a great education. But times have changed. Students and their families expect more than just a great education. In a 2009 State of the University message, Dr. Daniel addressed this specifically: “ if you see students expecting to be treated more and more like customers paying a stiff price tag for the privilege of earning an education, they’re right we need to think of our students in a bit of a different way than we might have before, and we really need to think about providing a service culture to our students.”

Responding to Dr. Daniel’s call, Dr. Calvin D. Jamison, VP for the Office of Administration, working with a subcommittee of the Cabinet consisting of Dr. Hobson Wildenthal, Executive VP and Provost; Dr. Darrelene Rachavong, VP for Student Affairs; Dr. Jim Gary, VP for Information Resources; and Ms. Susan Rogers, VP for Communications; charged a campus-wide committee to change our culture by creating a standard for providing excellent customer service. As a result of this committee’s work the Human Resources training team was charged with developing a new training program, Catch Comet Pride. The program was developed by staff from Human Resources and successfully piloted in July of 2009.

A special “thank you” goes out to everyone who participated (pictured, right) in that pilot session.

Manager and Supervisor Certification

This certificate program is a great opportunity for managers and supervisors —and those aspiring to manage or supervise— to hone existing skills and to develop new ones in a documented, structured learning environment.

The program is taught in a series of six sessions, each approximately two hours long, spaced about three-six weeks apart.

Session 1

Communication and Listening Skills

Examine your own communication style and discuss ways to deal with those who have different communication styles.

Explore and discuss the issues that impact communication between employees and their managers or supervisors.

Session 2

EEO Laws

Understand Equal Employment Opportunity laws and their implication for managers, supervisors, and the University in the areas of hiring, discipline, and termination.

Session 3

Performance Management

Discuss all aspects of an effective performance management system and the different methods and tools for managing the performance of those you supervise.

Session 4

Conflict Resolution

Learn about the nature of conflict, common approaches to conflict, and the importance of taking appropriate action in response to workplace conflict.

Session 5

Dynamic Discipline

Learn the University’s discipline process and how to use it legally, appropriately, and effectively.>

Session 6

Motivating and Recognizing Employees

Explore key concepts behind employee motivation.

Learn the importance of using recognition and praise as way to honor your employees and promote workplace satisfaction and productivity.

Manager and Supervisor Certification is usually offered twice a year.

Thanks to the class of supervisors and managers from Facilities Management (pictured, right) who helped us pilot test the program, and congratulations for being the first campus group to complete this certificate program.